Positioning AI as an operational worker, not just a passive assistant

Artificial intelligence (AI) is no longer a trend but part of a transformation juggernaut that is changing all facets of work, in both the public and private sectors. The buzz surrounding AI is quite justified. According to research from PwC, AI is poised to contribute US$15.7 trillion (S$20 trillion) to the global economy by 2030.

Despite the transformative potential that AI represents, organisations face key challenges with regard to its adoption, prompting the need to move beyond the hype to achieve practical and measurable value from AI.

Unlike the focus that many others put on AI’s hypothetical creative potential or its potential to act as a passive assistant, Appian looks at AI as a direct operational worker designed to execute mission-critical tasks with “superhuman” efficiency.

Appian enables organisations to leverage artificial intelligence for high-volume, mission-critical tasks by embedding AI agents into critical workflows. This approach delivers tangible value by targeting the most important and frequently performed enterprise tasks.

Comprehensive AI ecosystem

Appian offers a comprehensive ecosystem of technologies, like Data Fabric, AI Agent Studio, and Process HQ, to help organisations deploy AI at scale.

Data Fabric connects data sources from across the enterprise, allowing AI to access information as if it were local, while maintaining robust performance and security standards. It automatically performance-tunes queries and ensures data access is credential-specific, meaning agents only retrieve information appropriate to the user's permissions.

AI Agent Studio simplifies AI agent creation. Users define the agent's goals in natural language, select relevant data sources, and assign the processes the agent can execute. The entire agent creation process can be completed in approximately 30 minutes, with the added benefit of easy future modifications.

Process HQ provides comprehensive insights into organisational processes. It meticulously tracks every action, delay, cost, and outcome across business workflows, providing unprecedented visibility into operational performance.

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These components work together in a feedback loop: as AI agents execute tasks across various processes, Process HQ collects extensive performance data, which can then be used to refine the agents' capabilities. This data-driven approach allows organisations to not just deploy AI agents, but to systematically enhance their intelligence over time.

By providing recommendations that can reduce process execution time by 20 per cent or more, the combined platform transforms AI from a theoretical technology into a practical, continuously improving operational tool that can dynamically optimise enterprise workflows.

Case study: improving efficiency and speed of execution

MagMutual, a leading provider of medical professional liability insurance in the US, serving more than 40,000 physicians and hospital groups, used Appian’s Process HQ to do a detailed process analysis to measure the duration of different stages of its online quoting process and pinpoint specific areas where workflow efficiency could be improved.

The solution developed with Appian and another partner allows the company to conduct a detailed analysis of the workflow, identifying specific bottlenecks and measuring the duration of different stages in the quoting process.

For the company, the online quoting process represents a breakthrough in digital insurance services, enabling customers to obtain quotes externally with unprecedented ease and efficiency.

The company plans to expand this Process HQ methodology across all its processes, using it as a strategic tool to enhance efficiency, reduce operational complexity, and ultimately provide a superior experience for policy owners.

In another instance, Aon, a professional services firm with more than 50,000 employees in 120 countries, uses Appian’s platform to dramatically improve development speed and efficiency.

This has allowed the company to reduce release cycles from quarterly to bi-weekly, enabling faster solution delivery.

The company has also been able to cut project timelines significantly – for example, completing a project in nine months instead of the originally projected three years.

The partnership with Appian helped the firm move from traditional, slow development methods to an agile, responsive approach. For example, the firm scaled from a single reinsurance project to 48 applications across multiple business segments, enabling rapid proof-of-concept solutions with two-week turnaround times.

This approach not only accelerated solution development but also provided the flexibility to customise applications globally, reduce client onboarding times, and create a more responsive IT environment.

The future of AI is practical, not magical

The real value of AI lies in systematic, measurable improvements that enhance human capabilities, democratise technological innovation, and drive unprecedented operational efficiency across industries.

Appian's AI agents execute pre-built, auditable business processes, ensuring every action is governed, traceable, and aligned with enterprise goals.

The platform makes AI accessible and practical by integrating it directly into business processes, removing the need for a data science degree through a drag-and-drop experience.

This approach to AI represents a pragmatic, value-driven revolution in enterprise technology, transforming artificial intelligence from an overhyped concept to a practical operational tool.

By positioning AI as a worker that can execute mission-critical tasks with superhuman efficiency, Appian provides organisations a clear pathway to meaningful digital transformation.

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To learn more about how Appian can help organisations use AI for high-volume, mission-critical tasks, please take a look at the Appian World 2025 on-demand sessions, which are now available here.